ComplaintsandAppeals抱怨与申诉.PDF

Complaints and Appeals 抱怨與申訴   It is the goal of the TÜV Rheinland Group to provide a high level of service to our customers. If you believe that we have failed to match your level of expectation, please do not hesitate to use our publicly available complaints and appeals system. This will help us to improve our service delivery in the future. 德國萊茵TÜV集團致力於向客戶提供高水準服務。如果您認為我們的服務未達到您的期望，歡迎使用我們 的公共抱怨與申訴系統。這將幫助我們改善並在未來提供更好的服務品質。 You can submit your complaint or appeal by mail to one of our offices in Greater China, via e-mail to service-gc@ or via the feedback form on our website . 您可以透過以下方式遞交抱怨或申訴：寄信給萊茵大中華區的任何一個辦公室，發電郵至 servicegc@ ，或者登錄我們的網站 告訴我們您的意見及想法。 Complaints 抱怨 Definition: 定義 Expression of dissatisfaction made to TÜV Rheinland, related to its provided services or the complaints- handling process itself, where a response or resolution is explicitly or implicitly expected. (Derived from ISO 10002 clause 3.2) 對於德國萊茵TÜV 所提供服務，或對於其明示或暗示性的回覆或解決方法的抱怨處理過程本身所表達的不 滿意。(從ISO 10002 標準的條款3.2 衍生出來) Process: 流程 After receiving a complaint, the complainant will receive a confirmation of receipt and the complaint is registered in a database under supervision of Central Customer Service who is responsible for the overall complaint handling process. 一旦收到抱怨，申訴人將收到一封確認收據，隨後此次抱怨將會被登錄在資料庫裡，由客戶服務中心的相 關人員監管及負責整個抱怨的處理流程。 Central Customer Service will review the complaint and assign a complaint manager who is responsible for:  Analysis of the causes  Stipulation of corrective actions  Verification/inspection of the effectiveness of the corrective actions  If necessary proposal of preventive measures  Information of all the persons affected by the corrective/preventive actions, in particular the client. 客戶服務中心將審核抱怨並委派一名相關人員負責：  分析原因  規定糾正措施  驗證/檢查糾正措施的有效性  _____________________________________________________________________________________________    Process of compl